COOP Conflict Resolution & Mediation Techniques 5

Question 1

Which of the following BEST describes 'transformative mediation' as distinct from evaluative mediation?

Accepted Answer

Transformative mediation focuses on empowering parties and improving their relationship, not just producing a settlement

Answer

Transformative mediation (Baruch Bush & Folger) prioritizes party empowerment and recognition over settlement outcomes, aiming to transform the quality of the interaction.

Question 2

An ombuds visitor refuses to consider any resolution that does not include a formal apology from the other party. The ombuds should:

Accepted Answer

Explore why the apology is important to the visitor and help them consider whether alternative acknowledgments might also meet their underlying need

Answer

Understanding why an apology matters reveals the underlying need—recognition, dignity, accountability—which may be met in multiple ways.

Question 3

The 'iceberg model' of conflict suggests that visible conflict behaviors are supported by:

Accepted Answer

Hidden layers including values, beliefs, fears, and unmet needs that drive surface behaviors

Answer

Like an iceberg, most of the conflict energy lies below the surface in emotions, values, identity needs, and history that are not immediately visible.

Question 4

When a conflict involves strong emotions, an ombuds should recognize that emotions in conflict resolution are BEST understood as:

Accepted Answer

Important data that signal what parties value and need, and that must be acknowledged before substantive work can proceed

Answer

Emotions carry critical information about interests, values, and identity needs; acknowledging them is a prerequisite for effective conflict work.

Question 5

A mediator who imposes a solution on the disputing parties is acting in a role more consistent with:

Accepted Answer

Arbitration

Answer

In arbitration, a neutral third party has authority to impose a binding decision, unlike mediation where parties retain decision-making authority.

(COOP) Certified Organizational Ombuds Practitioner Practice Test

(COOP) Certified Organizational Ombuds Practitioner Practice Test

COOP Conflict Resolution & Mediation Techniques 5